How many Service Desk licenses will I need?

My question is about Service Desk licenses.  I have an on-site installation of JIRA with 500 user licenses.  I would like to add the Service Desk add-on for our support desk, but it's not clear to me how many licenses I would need to buy.  If I have a 500-user instance of JIRA and wanted to add 10 Service Desk "agents," do I just need to spend the $3,000 or would I need a Service Desk license per JIRA user.  (Also, we are using LDAP for user authentication - would that make any difference?)

Thank you!

5 answers

You need to buy for your agent and your agent need to have a jira-user licence.

So you just need to spend the $3,000 if your 10 agents have already jira-user licence

when you configure JSD you specify which user is an agent

I'm sorry to pile on but ironically my situation is pretty much identical to Justin's so another ticket seems redundant. We have 500 user JIRA instance that is self hosted, and we use LDAP for user authentication. Am I interpreting the answer correctly that whoever will be 'using' service desk will need an agent? So, for a practical example, if we have 20 users who require use of Service Desk out of the 500 licenses, do I need to buy 20 agent licenses? That is what I'm understanding...but I want to make sure it's right. Thanks!

you just need to buy 20 agent licences but agents must have jira user licence too

Thanks Olivier, much appreciated.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

796 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you